Customer Experience Team Lead

Ilir Sela started Slice with the belief that local pizzerias deserve all of the advantages of major franchises without compromising their independence. Starting with his family’s pizzerias, we now empower over tens of thousands of restaurants with the technology, services, and collective power that owners need to better serve their digitally minded customers and build lasting businesses. We’re growing and adding more talent to help fulfil this valuable mission. That’s where you come in.

 

The Challenge to Solve

Support our restaurant partners by streamlining their internal operations, allowing them to focus on what they do best - preparing and delivering great food! Your Customer Experience team will be responsible for supporting restaurant partners and their customers through inbound and outbound phone interactions. 

 

The Role

In this role, you will lead a pod to confidently handle inbound calls, process orders, and use internal systems to ensure accurate and timely order transmission to our partners. Your primary objective will be to drive the team to exceed performance targets while providing exceptional service to a diverse range of customers. This is an exciting opportunity to make an impact in a dynamic and fast-paced environment.

The Team

 You’ll collaborate with peers, seniors and phone associates to ensure consistent execution across the team. You will support the team during peak periods and meet performance expectations for quality assurance, productivity, and low error rate.

Please note this is a full-time, on site position [40 hours/week]. Each shift is 8 hours long and takes place during the evening or night (2nd and 3rd shifts). All shifts are scheduled between 4 pm and 7 am. 

 

The Winning Recipe
These are the core competencies this role calls for:

• 3+ years experience in with an Account Management, Customer Support or Customer Success role
• Excellent English verbal and written communication skills, minimum B2 level
• Excellent collaboration and communication skills with team members and leadership
• Comfort using ticketing systems, CRMs, and basic spreadsheets
• Ability to stay calm, empathetic, and effective in a high paced contact center environment
• Ability to multitask and handle competing priorities during peak periods

 

The Extras

Working at Slice comes with a comprehensive set of benefits, but here are some of the unexpected highlights:

• Pizza Fridays
• Wellbeing Program
• Private Health Insurance
• Learning and Development Program

The Hiring Process

You’ll find a summary of your expected interview process below and we’ll stick to this as closely as possible, but please note this may be subject to change.

• 30 minute meeting with Recruiter
• 30 minute meeting with Team Leads
• Offer!

 

At Slice we are committed to fostering an inclusive, diverse, and supportive workplace. Our core values – We’re doers, Nail the basics, Better together, We’re Pan Atlantic, Build in Public and It’s a pizza Party - guide everything we do, innovate, learn and grow.

 

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